All jobs within 50 km around Bedford Park-Nortown in Customer Service

09/19/2024

Address:

877 Lawrence Avenue East

Delivers exceptional service to BMO customers and prospects. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interests of customers. Works collaboratively within the branch and with BMO partners to deliver the desired customer experience and achieve overall business objectives.

• Identifies customer needs and initiates referrals to BMO colleagues.
• Supports customer requests for banking services, including handling transactions and supporting customers who walk into the branch.
• Welcomes customers warmly and meets their banking service and transactional needs with seamless execution.
• Offers advice and guidance on available digital and self-serve options with the goal of making it easy, simple, and fast to bank with BMO.
• Reviews customer profiles and engages customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs.
• Contributes to meeting branch business results and the customer experience.
• Supports operational activities (e.g. inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities).
• Manages, loads, and reconciles cash transactions between treasury and various branch units (e.g. CRU).
• Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.
• Acts as a key member of a collaborative and versatile branch and market team.
• Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice.
• Organizes work information to ensure accuracy and completeness.
• Takes the initiative to find creative approaches that make each customer’s experience feel personal.
• Looks for ways to contribute to the ongoing improvement of the overall branch customer experience.
• Contributes to business results and the overall experience delivered in the branch.
• May work at multiple branches based on market needs; work schedule may differ from week to week in terms of days worked, hours, and shifts.
• Follows through on risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, and act in their best interest.
• Keeps current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry.
• Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• Complies with legal and regulatory requirements for the jurisdiction.
• Protects the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
• Completes standardized tasks under supervision.
• Performs initial problem solving within given rules/limits & escalates when required.
• Broader work or accountabilities may be assigned as needed.

  Qualifications:

• No prior experience necessary; post-secondary degree or certification in related field of study is desirable.
• High-level knowledge of personal, commercial and partner offers, and how each can best serve customers’ individual needs.
• Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications.
• Highly skilled at helping people who don’t find digital applications intuitive to gain confidence in how to use them and to understand their benefits.
• Projects a professional presence.
• Basic knowledge of specialized sales and business banking solutions to refer to specialists.
• Passionate commitment to helping customers.
• A focus on delivering a personal experience to customers.
• Resourceful self-starter with courage and confidence to approach customers.
• Readiness to collaborate and work in different capacities as part of a team.
• Strong interpersonal skills, including the ability to build rapport and connections with customers.
• An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
• Basic knowledge learned on the job.
• Verbal & written communication skills - Basic (in business environment).
• Organization skills - Basic (in business environment).
• Collaboration & team skills - Basic (in business environment).

$33,850.00 - $44,000.00

Posting Period: 03-Sep-2024 to 17-Sep-2024

Job Description

Customer Care only / Customer Care Support only

Job Summary:

To supervise the provision of customer care services including: the 24/7 operation of the Toronto Water Customer Care Centre, the administration of external customer service programs, public education and outreach, the administration and technical review of locate requests for underground infrastructure and water/sewer service connections or disconnection for residential, multi-residential, industrial, commercial or institutional properties.

Major Responsibilities: 

• Implements detailed plans and recommends policies/procedures regarding program specific requirements.
• Supervises, motivates and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Supervises the day to day operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorizes and coordinates vacation and overtime requests.
• Monitors and evaluates staff performance, approves salary increments, hears grievances and recommends disciplinary action when necessary.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Responds to enquiries from staff, elected officials and the general public, and investigates such enquires expeditiously. Exercises tact and professionalism when attending public and private meetings with elected officials and the public.
• Ensures the appropriate customer service systems, processes and structures are in place to support the unit.
• Tests and signs off on all related system improvements, enhancements and modifications prior to implementation, identifies system problems and provides detailed recommendations for system improvements, enhancements and/or modifications.
• Develops, implements and maintains operating policies, procedures and guidelines for the Unit and ensures the clarification and proper administration of the same.
• Builds and maintains optimum working relationships with external bodies including other levels of government, other municipalities, other City of Toronto divisions, agencies, boards and commissions.
• Responds to inquiries escalated beyond the scope of front line staff ensuring a prompt, courteous reply including appropriate action and follow up. Report any concerns, complaints or conflict of interest issues where necessary.
• Prepares briefing notes and other documentation regarding customer service issues.
• Develops and implements new innovative client services and recommends effective and efficient means of providing service.
• Ensures efficient, courteous service is provided to the public through personal, written and oral contact.
• Initiates, develops and recommends innovative, leading edge customer service and program policies to guide service delivery and water efficiency among all Toronto Water's customers.
• Participates in the development and implementation of operational policies, program practices, key performance measures and recommends changes to support unit's function and improve efficiency and effectiveness of service delivery; make major changes in overall business practices based on long term needs.
• Works with the Manager to develop, draft and implement appropriate service level standards and performance metrics for continuous program improvement, and manages performance and activities to meet or exceed targets.
• Reviews information captured in field studies, customer surveys management and technical systems and other sources in order to improve operational performance by analyzing data, setting standards and goals to meet objectives.
• Reviews the quality of work completed on a regular basis to ensure that it meets auditing requirements and customer service standards.
• Assesses particular complaints/complexities within individual case files to determine the importance, urgency and risks and make clear decisions which are timely and in the best interests of the City.
• Represents Toronto Water and assigned programs while directly communicating and providing outreach functions to reach target water user audiences to promote, educate and train them on water efficiency and downspout equipment, policies, practices and program information.
• Assesses the potential impact of changes on the organization with respect to new and emerging issues, trends, practices and directions in the business and industry marketplace affecting Toronto Water.
• Researches and develops terms of reference, technical specifications, tender documentations, proposals and technical reports and prepares recommendations related to unit’s various customer requests/programs.
• Represents Division through participation on various working groups, task forces and special teams.
• Oversees Toronto Water’s public education and community outreach programs  and coordinates Toronto Water's presence at environment and community events for express purpose of educating participants on Division's programs and services.
• Develops and contributes to digital, educational and communications materials.
• Develops forms and records to document program activities, ensuring use of appropriate and effective communication tools and techniques to align with diverse demographics of audience and intended use of material.
• Researches and selects appropriate fixtures and equipment requirements for unit's assets (e.g. water trailer) and rebate eligibility (e.g. Capacity Buyback incentives for equipment).
• Liaises, fosters and maintains positive relationships with internal staff and external contacts, government and non-government agencies and the public.
• Liaises with stakeholders and other municipalities to co-ordinate similar activities, including the sharing of findings and information.
• Implements customer service strategies to ensure services provided meet City service standards.
• Conducts on-site water investigations and assist in trouble shooting of ongoing issues with customers.
• Represents the City of Toronto on various committees involved in the development and promotion of water efficiency and participates in municipal, provincial and national studies and hearings on water and environmental issues to provide input and comments.
• Supports and promotes the Division's vision, strategic plan and change initiatives through leadership, participation, communication with direct reports and application of functional policy.
• Develops and oversees client and stakeholder expectations and relationships through effective service agreements, communication and monitoring of commitments and obligations.
• Represents the Division/Cluster/Corporation at a variety of meetings with clients, stakeholders and service providers. 

Key Qualifications: 

Your application must describe your qualifications as they relate to: 

1. Post-secondary education in a discipline pertinent to the job function, a technical or business degree preferred or related job experience.
2. Experience with supervising a mid-to-large size municipal customer service programs, preferably with technical elements.
3. Experience in the water and wastewater field or other pertinent utility, legislation and municipal programs and services
4. An understanding of the technical and operational issues facing water utilities.
5. Proficiency in various competencies related to the position, including highly developed interpersonal skills, human relations skills, communication, written and oral negotiation skills, with the ability to interact and communicate effectively with all levels of the organization
6. Considerable experience with coaching and training front line customer service and technical staff for high performance.
7. Management of customer service delivery within prescribed service standard levels.
8. Experience with issue management, including customer complaint handling.
9. Experience with developing policies and procedures for internal staff
10. Experience with identifying customers, understanding their needs and maintaining responsive program delivery (i.e. using key performance indicators to monitor service standards and enhance service delivery)
11. Experience in preparing/reviewing budgets and expenditure controls, including cost-benefit analysis
12. Experience in procurement and contract management of external technical services.
13. Ability to forge solid internal and external relationships/partnerships with various stakeholders
14. Knowledge of the Labour Relations Act and Occupational Health & Safety Act and related regulations and legislation
15. An ability to communicate effectively, both orally and in writing, to a wide variety of audiences (including senior management, employees, media, the public, elected officials and external agencies)
16. Sound judgement and ability to handle matters of a confidential/sensitive nature as it relates to City council, senior/executive management and the public

Salary: $3,605.15 - $4,748.04 bi-weekly,  wage grade 6.5

The Customer Service Training team is looking for dynamic, proactive, and motivated instructors who will use excellent communication, organizational, leadership skills to plan and deliver quality training programs. 
In this role, the Learning Specialist will conduct training, coaching and facilitation for front line employees and managers in the Corporate Customer Service Training Branch. Deliver initial, regulatory, recurrent, and soft skills training to ensure appropriate levels of compliance and customer service levels are met and maintained. The position does require traveling. 

Posting End Date: Aug 27, 2024

Responsibilities:

• Provide classroom and instruction/ facilitation related to Customer Service, Initial, Regulatory, soft skill, and customer service excellence, as required.
• Provide coaching and operational support to front line employees as required.
• Evaluate/coach trainee performance and provide timely feedback/coaching to participants.
• Prepare reports on training activities as required.
• Support scheduled training activities, training events and other training related activities.
• Complete existing training/communications material such as pre and post training documentation.
• Liaise with Training Delivery Managers and other members of the Customer Service Training team. 
• Provide operational support to the Customer Service Training, CS Safety, Airport branch (Safety / Regulatory Compliance) as required.
• Assist in maintaining training records. 
• Participate in meetings, workshops, etc., as required. 
• Follow any Training Initiatives as outlined by the Customer Service Training Delivery Manager or Corporate Customer Service Training. 

Qualifications

• High School degree
• Knowledge of adult learning methodologies
• Must be a self-starter with excellent time management skills 
• High regard for safety
• Excellent written and verbal communication skills
• Strong interpersonal skills
• Proficient in Airport Process for Customer Service
• Must have excellent attendance, punctuality, and performance records. 
• Proficient in MS Windows, Word, Excel, Power Point, Teams, and SharePoint. 
• Must be able to travel. 
• Excellent facilitation and instruction skills. 
• Highly flexible and adaptable
• Ability to meet deadlines, work under pressure and prioritize multiple projects
• Strong leadership and conflict resolution skills 
• Motivated and enthusiastic team player
• Ability to work independently with minimal supervision
• Flexibility to work AM and PM shift times
• Weekend training may be required on an ad hoc basis
• Bilingualism (English/French) is an asset

Conditions of Employment:

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Linguistic Requirements

Bilingual (English and French)

08/29/2024

Delivers exceptional service to BMO customers and prospects. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interests of customers. Works collaboratively within the branch and with BMO partners to deliver the desired customer experience and achieve overall business objectives.

• Identifies customer needs and initiates referrals to BMO colleagues.
• Supports customer requests for banking services, including handling transactions and supporting customers who walk into the branch.
• Welcomes customers warmly and meets their banking service and transactional needs with seamless execution.
• Offers advice and guidance on available digital and self-serve options with the goal of making it easy, simple, and fast to bank with BMO.
• Reviews customer profiles and engages customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs.
• Contributes to meeting branch business results and the customer experience.
• Supports operational activities (e.g. inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities).
• Manages, loads, and reconciles cash transactions between treasury and various branch units (e.g. CRU).
• Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.
• Acts as a key member of a collaborative and versatile branch and market team.
• Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice.
• Organizes work information to ensure accuracy and completeness.
• Takes the initiative to find creative approaches that make each customer’s experience feel personal.
• Looks for ways to contribute to the ongoing improvement of the overall branch customer experience.
• Contributes to business results and the overall experience delivered in the branch.
• May work at multiple branches based on market needs; work schedule may differ from week to week in terms of days worked, hours, and shifts.
• Follows through on risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, and act in their best interest.
• Keeps current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry.
• Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• Complies with legal and regulatory requirements for the jurisdiction.
• Protects the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
• Completes standardized tasks under supervision.
• Performs initial problem solving within given rules/limits & escalates when required.
• Broader work or accountabilities may be assigned as needed.

  Qualifications:

• No prior experience necessary; post-secondary degree or certification in related field of study is desirable.
• High-level knowledge of personal, commercial and partner offers, and how each can best serve customers’ individual needs.
• Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications.
• Highly skilled at helping people who don’t find digital applications intuitive to gain confidence in how to use them and to understand their benefits.
• Projects a professional presence.
• Basic knowledge of specialized sales and business banking solutions to refer to specialists.
• Passionate commitment to helping customers.
• A focus on delivering a personal experience to customers.
• Resourceful self-starter with courage and confidence to approach customers.
• Readiness to collaborate and work in different capacities as part of a team.
• Strong interpersonal skills, including the ability to build rapport and connections with customers.
• An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
• Basic knowledge learned on the job.
• Verbal & written communication skills - Basic (in business environment).
• Organization skills - Basic (in business environment).
• Collaboration & team skills - Basic (in business environment).

$33,850.00 - $44,000.00

Medcan Health Management is recruiting an enthusiastic, well-spoken and client-focused individual to join our Client Experience Team. The Client Experience Specialist Inbound role is responsible for delivering an efficient, professional, and knowledgeable customer experience for all clients, booking Medcan's Annual Health Assessment, in conjunction with our Membership offerings, while also promoting our 15+ in-house services. The successful candidate will be a self-starter, have a drive for finding the best solution for the client, possess a genuine passion for health and wellness, demonstrate a history of building trusting relationships with clients, and have the ability to thrive in a fast-paced environment.

The Accountabilities:

· Provide exceptional client service, build strong client relationships, and serve as a brand ambassador, demonstrating flexibility and the ability to adapt to changing priorities.

· Leverage exceptional product knowledge, brand understanding, selling points and featured seasonal services/products.

· Use excellent communication and multitasking skills to respond to customer inquiries in a timely manner, managing multiple inbound/outbound client support channels including phone, email, live chat, social and in-person.

· Manage the scheduling and booking of appointments for existing and new clients, while recommending appropriate services to clients based on client health aspirations.

· Increase sales via cross-selling, up-selling, add-on sales and promotional offers.

· Quote and discuss fees and payment policies, and address inquiries regarding invoices, payments, and collections.

· Undertake timely and organized client follow-ups via multiple client channels.

· Coordinate with other department staff to ensure exceptional delivery of service.

· Provide ongoing technical support for our online client portal.

· Participate in client satisfaction initiatives and proactively communicate customer feedback.

· Assist with training and mentoring of new staff.

The Requirements:

· Bachelor’s degree in business, health or a related discipline.

· Minimum of 1-2 years of experience in a customer service position, contact centre and/or client loyalty.

· The ability to navigate difficult conversations and interactions with professionalism.

· A proven track record of being resourceful and finding solutions even when there is no clear path.

· Persistent attitude, numbers-driven and self-motivated.

· Proficiency in Microsoft Office suite required.

· Proficiency in Salesforce is an asset.

· French Bilingualism is an asset.

This position is full-time and permanent. Shifts are scheduled based on the business requirements of Medcan and staffing needs, between Tuesday to Saturday with an 8-hour shift during the hours of 7:00am to 7:00pm. This is a fully remote position with occasional requirements to come on site for training and team meetings/events. Schedule may rotate based on business needs and availability.

Our Benefits:

Medcan’s philosophy of Live Well, For Life applies not only to our clients, but also our valued staff members. We provide paid Wellness Days along with a variety of programs to help our employees manage their mental and physical well-being. We offer special employee rates on fitness sessions, in-house specialty services, and a complimentary membership to our clinic to name a few.

We also have employee perks to continue to help our staff Live Well, For Life. This includes complimentary group fitness sessions as well as an on-site healthy lunch program provided by our own food and catering brand, Nourish. We also provide interactive webinars hosted by our in-house experts focused on Eat, Move, Think. Our enhanced benefits package is just one of the reasons why we continue to be one of Canada’s Best Managed Companies!

We thank all applicants for their interest; however only those selected for an initial interview will be contacted. No phone calls and no agencies please.

As a Customer Experience Associate, you are the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their financial goals.

Our Customer Experience Associates are people-centric and  connect with customers in a relatable way. As an essential member of the Canadian Banking Branch network, the focus is to provide exceptional service throughout the customer’s journey by:

• Taking a proactive approach to discovering our customer’s needs and listening to understand what they are asking for
• Processing day to day transactions
• Nurturing rich, long-standing relationships
• Contributing to the Branch’s targets by identifying and fulfilling simple sales opportunities
• Being a technology expert and sharing your knowledge by introducing clients to our mobile banking applications and assisting them to better manage their banking needs

Is this role right for you?  In this role you will:

• Build strong customer relationships and deliver excellent customer service
• Uncover and solve customers’ needs
• Explain complicated concepts simply
• Demonstrate success in a target-based performance environment, as well as contribute positively to a team-oriented work environment
• Demonstrate an eagerness to learn and determination to succeed

Do you have the skills that will enable you to succeed in this role? – We’d love to work with you if you:

• Have proven customer service skills through work or community involvement
• Are willing to assist in a professional, friendly and efficient manner
• Are available to work a flexible schedule
• Are comfortable in simple sales situations
• Have strong technical skills and the ability to promote digital and self-service banking options to our customers

What’s in it for you?

• The opportunity to join a forward-thinking organization surrounded by a collaborative team of innovative thinkers
• A rewarding career path with diverse opportunities for professional development
• Internal training to support your career growth and enhance your skills
• An organization committed to making a difference in our communities – for you and our customers
• You can expect to be recognized and rewarded for high-performance. You’ll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.
• A competitive compensation and benefits package

08/08/2024

Address:

100 King Street West

Wealth Sales & Service

Supports one or more Investment Advisors (IAs) and IA Team and staff, and branch operations with day-to-day administration and provides exceptional client service to support achievement of business objectives. As this role contributes to the overall success of the Investment Advisors portfolio, you may be entitled to additional discretionary compensation.

• Coordinates marketing activities on behalf of the advisory team, including website, social media initiatives, client recognition for meaningful life events, and the planning of client events.
• Assists the advisory team in preparing for client meetings, including scheduling appointments.
• Handles clients’ general day-to-day requests and inquiries including basic money movement (e.g., wires, transfers), technology issues, and account opening and update, and follows up in a timely and confidential manner.
• Generates reports and documents for IAs and clients as requested and processes items for client accounts and files.
• Maintains and organizes client database and client files.
• Ensures transactions and tasks are appropriately assigned to team members and completed.
• Provides team members with support on technology issues, use of new technology, and general inquiries and escalations related to policies, procedures, and processing.
• Gathers and distributes information on updates to training, guidelines, technology, and other business related information.
• Develops rapport and instills confidence with the client to develop credibility and promote a positive client experience.
• Follows through on the risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, act in their best interests, and ensure an effectively run branch.
• Protects the Bank's assets and clients’ assets and complies with all regulatory, legal, and ethical requirements.
• Maintains the confidentiality of client and Bank information.
• Completes complex & diverse tasks within given rules/limits.
• Analyzes issues and determines next steps; escalates as required.
• Broader work or accountabilities may be assigned as needed.

Qualifications:

• Typically between 1 – 2 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
• Knowledge of wealth management company and branch operations (e.g. client services, trust services, account transfers, etc.) is an asset
• Knowledge of operational aspects of traditional (stocks, bonds, money market, mutual funds) and non traditional (managed and fee based) products is an asset
• Familiarity with technology applications and software used in the financial planning and investment industry.
• Successful completion of both the Canadian Securities Course and the Conduct and Practices Handbook exam will be required within 18 months from date of hire.
• Successful completion of 30-day BMO NB Investment Representative Licensing Program.
• Basic specialized knowledge.
• Verbal & written communication skills - Good.
• Organization skills - Good.
• Collaboration & team skills - Good.
• Analytical and problem solving skills - Good.

Please note the base salary for this specific position in Toronto is $41,000 and this role may be eligible to receive a monthly discretionary bonus.

$32,700.00 - $48,600.00

To provide accurate information and assistance to customers requiring direct customer interface. To perform administrative duties necessary for efficient operations. Promotes continued sales and generating potential incremental revenue wherever possible.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

High school diploma/equivalent. College diploma preferred

Knowledge of Canadian Customs regulations preferred

Knowledge of FedEx Express and Ground products and services preferred

Ability to successfully complete all basic and recurrency training.

Must have the ability to lift 70 lbs and to maneuver any package weighing up to 150 lbs with appropriate equipment

Must be able to complete and achieve minimum thresholds on any mandatory testing and training

Must be able to operate in a PC windows environment

Excellent interpersonal and verbal communication skills

Good analytical and problem solving skills

Good negotiation skills

Demonstrated ability to handle stress and work in a highly pressured, monitored and changing work environment

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

High school diploma/equivalent. College diploma preferred

Knowledge of Canadian Customs regulations preferred

Knowledge of FedEx Express and Ground products and services preferred

Ability to successfully complete all basic and recurrency training.

Must have the ability to lift 70 lbs and to maneuver any package weighing up to 150 lbs with appropriate equipment

Must be able to complete and achieve minimum thresholds on any mandatory testing and training

Must be able to operate in a PC windows environment

Excellent interpersonal and verbal communication skills

Good analytical and problem solving skills

Good negotiation skills

Demonstrated ability to handle stress and work in a highly pressured, monitored and changing work environment

Additional Details:Part time: Monday – Friday 12:00 – 16:30

• Location: 475 Commissioners Street, Toronto, ON M4M 1A5, Canada

As a Customer Solutions Advisor in the Outbound Mortgage department you will contributes to the overall success of the Canadian Banking Contact Centre (CBCC) ensuring specific individual goals, plans, initiatives are executed/delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies, and procedures. You will be working in a 24/7 Contact Centre environment and may be subject to shift work at all hours of the day depending on the business requirements.

Is This Role Right For You? 

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge:
  • Satisfying customer needs using the Customer Experience Model and by leveraging knowledge of the Bank’s services and products
  • Recognizing quality referral opportunities
  • Presenting knowledgeable advice-based solutions and following through.
  • Utilizing Next Best Activities (NBA’s) and Voice Biometrics to build a stronger relationship with the customer
  • Creating a digital culture by promoting Digital Channels including Scotia Online Mobile and Mobile Wallet and Apple Pay etc.
• Consistently provide customers with a professional, courteous, and positive experience by discovering needs, providing knowledgeable, accurate information and solutions, and following through on commitments:
  • Developing and maintaining a detailed knowledge base and understanding of assigned products, services and the various digital channels customer may choose to bank
  • Accurately resolving customer problems falling within approved authority limits or referring the customer to the appropriate source as described in the Bank’s Complaint Resolution Standards and Procedures.
  • Providing customers and applicable business partners with account information by accessing the Bank’s on-line records and systems.
  • Recognizing and acting on opportunities for business retention and reinforcing the customer relationship with the Bank through the application of the Customer Experience Model.
• Consistently provide customers with excellent service, effectively manage workload, and stay actively available to receive customer requests by:
  • Developing effective questioning skills conducive to gathering customer information accurately and comprehensively. This includes asking probing questions and listening, to ensure efficient call handing and call resolution.
  • Documenting and controlling all required follow-ups or escalations.
  • Maintaining pending files and taking appropriate action to resolve files for areas of responsibility including the regular review and count of outstanding items.
  • Actively participating in queue maintenance through call responses on escalated and referral calls.
  • Liaising with various parties (i.e., branches, third-party service providers, etc.) as required to fully satisfy customer issues in a timely fashion.
  • Ensuring that policies and procedures are adhered to within authorized limits

• Participate actively in team activities/initiatives by working cooperatively to the mutual benefit of all members and taking responsibility for self-learning and development by:
  • Learning and embracing new procedures, technologies, and processes
  • Participating in and supporting change initiatives for the team and the Centre
  • Contributing to effective team morale and employee relations through positive interaction with team members and participating in the Applause program
  • Ensuring me@scotiabank profile is up to date with current Personal Development Goals, working with the manager in the identification of skills, behaviours and competencies required to achieve goals
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions:
  • Operating at optimal efficiency of the Centre by ensuring productivity goals are attained
  • Minimizing risk and losses by knowing and adhering to Scotiabank’s policy, authentication procedures and key controls
  • Adhering to all company/department policies, procedures, and audit requirements
  • Prioritizing and processing customer requests (i.e., inquiries, transactions, case work) in a timely and efficient manner
  • Strictly adhering to schedules thereby ensuring prompt customer service and response time
• Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct, and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
• Champions a high-performance environment and contributes to an inclusive work environment.
• Required to take approximately 30 inbound sales related calls a day or 220 outbound calls a day to existing customers and/or potential new customers
• Required to deepen the relationship with the customers by identifying and discussing the appropriate match between customer needs and available products and services

Do You Have The Skills? 

• Post-secondary education in business or other related disciplines is an asset
• Strong proficiency of the French and English language is required
• Excellent verbal and written communication skills are required
• Previous retail banking and contact centre experience are highly desirable
• Knowledge of Scotiabank’s products and services
• Ability to multi-task and use various systems to access information while engaging and interacting with the customer

Location(s):  Canada : Ontario : Toronto || Canada : Ontario : North York

07/29/2024

Address:

5516-5522 Yonge St, Units 4-7

Retail Banking Sales & Service

Delivers exceptional service to BMO customers and prospects. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interests of customers. Works collaboratively within the branch and with BMO partners to deliver the desired customer experience and achieve overall business objectives.

• Identifies customer needs and initiates referrals to BMO colleagues.
• Supports customer requests for banking services, including handling transactions and supporting customers who walk into the branch.
• Welcomes customers warmly and meets their banking service and transactional needs with seamless execution.
• Offers advice and guidance on available digital and self-serve options with the goal of making it easy, simple, and fast to bank with BMO.
• Reviews customer profiles and engages customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs.
• Contributes to meeting branch business results and the customer experience.
• Supports operational activities (e.g. inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities).
• Manages, loads, and reconciles cash transactions between treasury and various branch units (e.g. CRU).
• Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.
• Acts as a key member of a collaborative and versatile branch and market team.
• Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice.
• Organizes work information to ensure accuracy and completeness.
• Takes the initiative to find creative approaches that make each customer’s experience feel personal.
• Looks for ways to contribute to the ongoing improvement of the overall branch customer experience.
• Contributes to business results and the overall experience delivered in the branch.
• May work at multiple branches based on market needs; work schedule may differ from week to week in terms of days worked, hours, and shifts.
• Follows through on risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, and act in their best interest.
• Keeps current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry.
• Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• Complies with legal and regulatory requirements for the jurisdiction.
• Protects the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
• Completes standardized tasks under supervision.
• Performs initial problem solving within given rules/limits & escalates when required.
• Broader work or accountabilities may be assigned as needed.

  Qualifications:

• No prior experience necessary; post-secondary degree or certification in related field of study is desirable.
• High-level knowledge of personal, commercial and partner offers, and how each can best serve customers’ individual needs.
• Confident and experienced in the use of social media, tablets, smart phones, online tools, and applications.
• Highly skilled at helping people who don’t find digital applications intuitive to gain confidence in how to use them and to understand their benefits.
• Projects a professional presence.
• Basic knowledge of specialized sales and business banking solutions to refer to specialists.
• Passionate commitment to helping customers.
• A focus on delivering a personal experience to customers.
• Resourceful self-starter with courage and confidence to approach customers.
• Readiness to collaborate and work in different capacities as part of a team.
• Strong interpersonal skills, including the ability to build rapport and connections with customers.
• An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
• Basic knowledge learned on the job.
• Verbal & written communication skills - Basic (in business environment).
• Organization skills - Basic (in business environment).
• Collaboration & team skills - Basic (in business environment).

$33,850.00 - $44,000.00